Customer Service Manager

About AMDI

Autonomous Medical Devices Incorporated (AMDI), headquartered in Santa Ana, California, brings together a world-class team of engineers, scientists, clinicians, and manufacturing experts dedicated to advancing point-of-care diagnostics. From its ISO 13485-certified, 110,000 sq ft facility, AMDI develops and manufactures innovative diagnostic systems leveraging breakthrough microfluidics, protein engineering, and cloud-connected data solutions. Our lead product, the Fast PCR System
, delivers molecular respiratory results (Flu A, Flu B, RSV, and COVID-19) in under 10 minutes — purpose-built for urgent-care and office-lab settings. The pipeline includes future assays, designed for CLIA-waived environments, underscoring AMDI’s mission to deliver accurate results at the time of care.

Role Summary

At AMDI, we re seeking a hands-on Customer Service Manager to build and lead AMDI’s customer support function, ensuring a best-in-class experience for clinicians, lab partners, and patients using AMDI’s diagnostic products and services. This role is equal parts hands-on case leadership and builder—scaling support operations, managing escalations, and partnering cross-functionally as AMDI transitions from R&D to full-scale commercialization.

Location: This is an onsite position located at our Santa Ana, CA office. Candidates living within a 25-mile range preferred.

• Customer Support Strategy and Execution:
  Implement and continuously improve end-to-end support workflows: intake, triage, escalation, resolution, documentation, and feedback loops—built for regulated diagnostics environment.
• Own day-to-day execution of customer support operations, including coverage schedules and peak-volume planning.
• Establish clear service standards, case categorization, escalation pathways, and communication templates for consistent execution at scale.

Escalations, Ordering, Logistics, and Billing Support

• Handle complex and escalated cases related to ordering, sample logistics, results delivery, billing inquiries, and product/service issues—driving timely resolution.
• Coordinate cross-functional resolution with Operations and Commercial leadership to remove blockers and protect customer experience.

Quality, Regulatory, and Complaint Handling

• Partner closely with Quality/Regulatory to ensure complaint intake, documentation, escalation, and closure meet required standards and internal procedures.
• Ensure customer-facing communications reflect professionalism, integrity, and regulatory compliance—especially when issues intersect with product performance, reporting, or patient-impacting workflows.

Team Building and Leadership

• Recruit, train, coach, and manage a growing team of customer service representatives.
• Build a culture of customer focus, accountability, urgency, and continuous improvement.

Knowledge Management, Tools, and Reporting

• Maintain and grow knowledge bases, FAQs, scripts, and onboarding materials aligned to diagnostic workflows and common clinical questions.
• Build dashboards and operating metrics (response time, first-contact resolution, reopen rate, complaint turnaround time) and drive action from the data.

Cross-Functional Collaboration and Launch Readiness

• Support new account onboarding, training coordination, and early adoption—partnering with Commercial teams to accelerate time-to-value.
• Provide structured voice-of-customer feedback: trends, failure points, feature requests, and operational risks—recommended fixes included.

Key Performance Indicators (KPIs)

• Response:
  Speed to first response and time-to-resolution by case type.
• Quality of Resolution:
  First-contact resolution, reopen rate, escalation rate, documentation completeness.
• Customer Outcomes:
  Customer Satisfaction and Net Promoter scores; and qualitative feedback trends.
• Complaint Execution:
  Complaint cycle time and on-time closure in alignment with Quality processes.
• Operational Health:
  Backlog/aging, staffing coverage, and readiness to support launch growth.

Qualifications

• Bachelor’s degree preferred (life sciences, healthcare administration, business, or related) or equivalent experience.
• Minimum of 5 years in customer service/support, including a…